ANALISIS PELAYANAN MUTU TOTAL DAN PENGARUHNYA TERHADAP KINERJA USAHA PERBANKAN DI INDONESIA
Tatik Suryani(1*), Sri Lestari Kurniawati(2), Wiwik Lestari(3)
(1) STIE Perbanas Surabaya
(2) STIE Perbanas Surabaya
(3) STIE Perbanas Surabaya
(*) Corresponding Author
Abstract
This research explains the implementation of total quality service (TQS) in the banking industry in Indonesia and examines the differences of the implementation between government banks and private banks and also the influence of TQS variables on business performance. By using 32 samples, the result of regression analysis shows that TQS implementation variables significantly influence all banking performance variables, ie. human resources performance, customer satisfaction, service quality and cost performance except in financial performance variable at 5% level of significance. Further, there is significant difference between government banks and private banks in giving responses to their customers. Private banks give better response compared with those of government banks
Keywords
Full Text:
PDFReferences
Ahire, Sanjay L., 1996. TQM Age versus Quality: An Empirical Investigation. Production and Inventory Management Journal. First Quarter. 18-23
Ahire, Sanjay L., Damodar Y. Golhar and Matthew A. Waller, 1996. Development and Validation of TQM Implementation cosntructs, Decision Sciences, Winter. Vol 27(1) 23-56
Berry, Leonard L., A. Parasuraman, 1997. Listening to The Customer : The Concept of a Service Quality Information System, Sloan Management Review, Spring,. 65 – 76
Best, R.J., 1997. Market-Based Management, Upper Saddle River, New Jersey, PrenticeHall.
Black, Simon A. And Leslie J. Porter, 1996. Indentification of the Critical Factor of TQM, Decision Sciences, Winter, Vol 27(1) 1-22
Dilworth, James B., 1996. Operation Management, Second Edition, McGrawHill, New York. Dumond,
Ellen J., 1995. Learning from the Quality Improvement Process: Experience from US. Manufacturing Firms., Produc- tion and Inventory Management Journal, Forth Quarter, 7-13
Evans, James R. and William M. Lindsay, 1996. The Management and Control of Quality, Third Edition, West Publishing Company, Minneapolis.
Hoffman, K. Douglas dan John E.G. Bateson, 1997. Essentials of Services Marketing, The Dryden Press, Philadelphia.
Kaplan, R.S. and D.P. Norton, 1996. The Balance Scorecard, Harvard Business School Press, Harvard.
Lakhe, RR and RP. Moharty, 1995. “Understanding TQM in Service System”, International Journal of Quality and Reliability Management, Vol. (19 (9) 139153.
Laporan Bank Indonesia tahun 2000, 2000. Bank Indonesia Malhotra,
Naresh, K., 1996. Marketing Research, New Jersey, Pritice Hall, Inc. Reeves, Carol A. and David Bednar, 1994. Defining Quality: Quality Alternatives and Implications” The Academy of Management Review, Vol 19(3), July, 419445.
Royne, Maria Stafford, 1994. How Customer Perceive Service Quality, Journal of Retail Banking, Vol XVII, No. 2 Summer, 1-15
Saifuddin Azwar, 1997. Reliabilitas dan Validitas, Yogyakarta, Pustaka Pelajar.
Spencer, Barbara A., 1994. Model of Organization and Total Quality Management: A Comparison and Critical Evaluation, The Academy of Management Review, Vol 19(3), July, 446-471.
Stamatis, D.H., 1996. Total Quality Service : Principles, Practices & Implementation, St. Lucia Press, Florida. Zeithaml,VA,
Parasuraman dan Leonard L. Berry, 1990. Delivering Service Quality, The Free Press, New York
Article Metrics
Abstract views : 1914
| 
views : 2208
Refbacks
- There are currently no refbacks.
Copyright (c) 2018 Journal of Indonesian Economy and Business
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
| Journal of Indonesian Economy and Business |
| The Journal of Indonesian Economy and Business (print ISSN 2085-8272; online ISSN 2338-5847) is published by the Faculty of Economics and Business Universitas Gadjah Mada, Indonesia. The content of this website is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License |
| © 2019 Journal of Indonesian Economy and Business | Visitor Statistics |